Sorry, but no one from the iTunes Store will read nor respond to your post here. We're all just fellow users.
The iTunes Store customer service department is, probably due to overload from the Mac App Store, taking longer than normal to respond. You can try contacting them again (I presume you used the form on their
Support page) but I don't know if a second request will get you a response any faster.
I don't know if any response from them will be of much help, though, if this charge was to a credit card. You'll probably just be told to contact your credit card company. I don't know about UK laws, but in the US, once a card company authorizes a charge, any fraud or other problem with the charge become the problem of the credit card company, not the merchant.
Good luck, and regards.